With macOS Sierra, Apple introduced a new way of creating and storing logs, which is called "unified logging". This implies that a lot of logs are not stored anymore in the file "System.log" as they used to be, but they are stored in a database. The "system.log" file still exists, but there is just much less info in it.
Currently when you go to the menu "Help > Contact Softron Support...", only the system.log file is sent (along with other logs), but not the logs from the database. So if the support team asks for the system logs, below is the procedure.
(Note that in any case we will still need the logs generated by "Contact Softron Support..." which include a lot more information about your system, the preferences of your Softron application, etc... The following procedure is only for the system logs that may be required)
Collect Logs with Terminal
Start the application "Terminal" (found in the folder "/Applications/Utilities/"). This window will show up:
Then type in this window something like this:
sudo log collect --output ~/Documents/logcoll.logarchive --start '2017-01-10'
Note that you will have to modify the start date to include the day you had issues, so modify what follows "start", it is written in the format year-month-day. Once you have set the day, hit carriage return. Terminal will ask for an admin password. When it completes successfully, it should show you this message:
Archive successfully written to /Users/admin/Documents/logcoll.logarchive
Zip the file
The file created can be quite large, so it is recommended to zip it before sending it to us. For that:
- go in your user "Documents" folder,
- locate the file "logcoll.logarchive",
- right-click on it and select the menu "Compress "logcoll.logarchive"
- This will create a file with the .zip extension, which should be smaller.
Send us the file
The support desk has a limit of 7MB so you won't be able to send it to the support desk directly (these files are quite large). To send your files you can either use:
- Your own FTP. Just send us the credentials, so we can have access to it.
- A file sharing system (such as Google Drive, Drop Box, WeTransfer,...). Send us the link to download the file.
- Our FTP. Contact the support team to get the credentials so you can upload a file to our FTP.